From helpdesk to service desk – the evolution of the contact centre

By |June 14th, 2017|

A company’s helpdesk has a very important role to play in the business. It is the first – and often only – point of contact for answering users’ questions. Today, an increasing focus is being put on customer service, which means that it has become imperative for helpdesks to evolve into something more: they need

3 cloud security considerations for every call centre

By |July 19th, 2016|

Image source: iStock

With any IT infrastructure within a contact centre comes risk. And while this risk should not paralyse operations, it should be investigated carefully and practically to find the safest and most appropriate solution. 

There are a few key considerations that should inform a business owner’s decision around what solutions and systems to implement in

Are you managing the people or the tech?

By |June 10th, 2016|

Image source: Avanade.com

Technology, when implemented effectively in a contact centre, is a powerful tool. But, what is often overlooked is that call centres are about the people first, and the technology is simply the enabler that helps provide the best customer experience, says Jed Hewson, contact centre technology pioneer in South Africa and co-founder of

Is your contact centre a brand building or grudge centre?

By |May 12th, 2016|

Streamlined systems, self-service options, real-time communication and measured results define the contact centre of the future.

We all know the theory: consumers are changing the way they interact with each other and businesses. But how many contact centres have taken full advantage of this?

If businesses are willing to embrace the ubiquitous technology solutions available, the once-dreaded

Is your call centre doing justice to your brand?

By |March 16th, 2015|

As we move further into the world of e-commerce, e-education,e-administration and even e-society, first (and second and third) impressions are increasingly made not by your sales team, but by brand touchpoints like your website, e-commerce platform, and of course, your customer care centre.

You can build the perfect website with word-class payment facilities, but there will